Let me preface this story by saying that I am very happy with my finished product. The installers were fantastic (a very clean and excellent installation) and the windows are fantastic. It was the administrative nightmare and questionable customer service that causes me to write this poor review.
I made my first contact with Beverley Hills in April of 2014 and my install was completed in July 2014. Not the fastest process in the world.
The company sent me Dan to quote me on my windows. Despite my desire for a brick-to-brick installation he assessed my windows and noted that a retrofit installation would be his recommendation. He was a seemingly honest and trustworthy person. So, despite not having the lowest quote we felt comfortable proceeding (we signed our contract and gave a deposit). It was all peachy until I noticed that there were things that we had discussed not detailed on the contract and I emailed for some clarification. That is when the attitude and indignant behavior started. Emails in ALL CAPS (anyone in 2014 will tell you this is like yelling and is quite rude), and rude, abrupt telephone calls. Customer service is not a strong point. It's like once the contract was signed they didn't care anymore. The facade didn't last long.
Some time later the company sent out their expert to do the final measure on the windows. The real fun started when he recommended a brick-to-brick installation! Wait, what? Apparently with his own visual inspection he could tell that some of the window frames were ready for replacement and that others had been improperly installed to begin with. Shocker. Here comes the up-sell.
Dan proceeds to tell me that despite his mistake in recommending a job (retrofit) that we will have to pay full bore to transition our job to a brick-to-brick installation. After several terse emails and my request to cancel the contract all together (I didn't have the funds to pay an extra 25%+ on the job) I was directed to their sales manager who took over the relationship. Thank heavens! However, he still would not flex on the terms of the contract, and I requested a refund of my deposit. I had finally had enough of being battered about by telephone and email.
Now, after now months of back and forth my situation had changed. My wife had accepted a job out of town and we were prepping our house for sale. So, after weeks of stalemate I was forced to offer a compromise. They agreed to my terms of installing just the master bedroom windows, and in a rare instance of helpfulness Beverly Hills agreed to a shorter delivery time of 3-4 weeks rather than their usual quoted 6-8 weeks (these guys do NOTHING fast). Great, I think, finally we'll have some windows. Not so fast Glenn. Don't get ahead of yourself.
The day finally arrives and I have an installation date booked. The installers arrive and I start getting the feeling of relief. Finally this will all be done. Nope. The installers have brought the wrong colour aluminum capping. The warehouse didn't have the Classic Brown that had been specified in the contract for months now. They were sent on their way as we live in a condo and an exact colour match is required. I was gutted and promised that they would have to special order the capping with a 4 week lead-time. It's CLASSIC brown guys! Shouldn't that be a regular stock item?
A week later I get a phone call stating that they will be out on Saturday to re-cap the windows (funny how that 4 week order time vanished!). She noted that I should call them if this is an issue. It isn't, so I plan my life accordingly and sit like a good customer waiting all day for their arrival. Big surprise... nobody arrives. When I call to ask if they are still coming they state that no, nobody was actually scheduled to come after all. A clerical error. Basically he couldn't re-cap because they hadn't installed the windows yet. Yup. That's true, but this is getting ridiculous.
Finally a week later an installation is booked and the windows were installed. This was the shining light in the process. The installers were fast, precise, clean, and very friendly. The finished product looks great and feels/works fantastic. The fit and finish are excellent. Funny, isn't it? The best part of my interaction with this company was the installation of third-party windows (Beverly Hills does not manufacture) by a sub-contracted installer?
I would not recommend Beverley Hills to any of my friends, family, or the general public. The general lack of organization, bad attitude, and administrative incompetence have led to four months of intolerable headache, heartache, anger, frustration, and eventually the installation of three windows. It was seriously not worth the effort.
If you are looking for a reputable company to install windows at your own home, and you managed to make your way through this long (but seriously condensed) saga, please take my advice and continue looking. I felt it necessary to write this review as HomeStars weighed into my decision to use Beverley Hills and I felt that an honest review should be posted with the others. My experience may be a one-off, but do you really want to be the one to find out if that really is the case?
- Approximate cost of services:
- $2,200.00